Top 4 Qualities of a Great Call Center Agent
Top 4 Qualities of a Great Call Center Agent
Call center agents have a lot of responsibilities in their hands. No matter what account they handle, they must strive to satisfy their customers while reaching quotas. Needless to say, this job isn’t something that everyone can do.
Recruiting the right call center agent is just as important as choosing the right call center company for your business outsourcing needs. You, the business owner, must be involved in choosing the right persons that will handle the calls for your business. There are thousands of candidates out there, but you need to consider their skills, personality, flexibility, and dedication.
Choosing the right call center agent may be difficult if you don’t know what to look for. Today, let’s take a look at the top 4 qualities of a great call center agent.
Quality #1: The ability to work under pressure
Over the years, the stress levels in a call center office have undergone a significant decline. However, a great call center agent must remain calm and graceful under pressure. Being discomposed can only exacerbate the situation.
When working as a call center agent, there is no way to avoid irate customers. These people may yell, or even curse on the line, but the agent should know how to remain professional no matter how hot the situation gets.
Quality #2: They need to be versatile
Handling dozens of calls a day requires call center agents to communicate with people with different personalities. Interacting with such number of customers requires a high level of flexibility. When you hire a versatile call center agent, you’re giving your business a valuable asset because these agents can roll with the punches without taking them personally.
Moreover, some call centers require their agents to change shifts on a regular basis. When an agent is flexible, he or she will be able to work even on a challenging schedule.
Quality #3: A great communicator
Now, this one may seem obvious, but a great call center agent needs to have exceptional communication skills. Talking and interacting with your customers make up about 90% of their job. Because of this, you must hire agents with a solid grasp around the English language. Their mastery of the language should be top-notch.
However, talking isn’t the only skill that they must possess. Great call center agents need to be good at active listening. Understanding the needs of your customers is just as important as knowing what to say.
Quality #4: Exceptional efficiency
Great agents should know how to handle tasks quickly without the compromising the quality of their work. As much as possible, you should only hire agents with this characteristic. Why? When your team is made up of efficient workers, they can handle more calls in a shorter amount of time. This means that you will need to hire fewer workers, thus, reducing the amount of money you have to spend on labor costs.
The success of your outsourced call center campaign depends highly on the quality of call center agents that you hire. Partnering with the right company ensures that you only recruit the best persons for the job.
Clark Call Center Space for Lease
How would you like to grow your small or medium sized business? Looking for a cost effective, stable, full package place with complete IT infrastructure? Then you’ve come to the right place because for just $150 per month per workstation you can lease seats in our full setup, turnkey call center.
Want to know more about us?
We provided outsourcing facilities for companies who would like to lease our building here in the Philippines near Clark Air Base, Angeles City, Pampanga. We have a brand new two story building, and 3rd and 4th floors are now being developed. With over 150 available workstations and growing. We would like to help expand your business with the call center seat leasing services that we offer.
What do we offer?
We provide seat leasing(leasing space within our already established office building). One of the easiest and most practical ways to contract or lease a office space that is already setup with complete state of the art equipment and facilities. Almost everything that you are looking for, such as spacious workstations, stable internet connection for your process, human resources (optional), IT support, secured parking lot, break room and CCTV cameras with a security guard on duty 24/7.
How about leasing in Angeles City
Philippines has been targeted by most companies outside the country, outsourcing their products since its cost effective, highly profitable and the Filipino workers are known to have an excellent soft skills and even in technical field. Angeles City is one of the biggest cities in Pampanga in which turns out to be the most popular site for Call centers. Clark Air is known to be the building spot for Call center due to its perfect environment, security wise and accessibility. Leasing is a very good option for companies who would like to expand their operations into a huge scalable format. Unlike in Makati, leasing would cost much since its rate is twice the price here in Pampanga. This can be one of the good asset for your company to lease in Pampanga, more assets, less liabilities.
One of the popular malls in the Philippines is SM mall and we have that here. We are actually at least 2 to 4 minutes away from the two story mall Sm Clark Pampanga. You will find yourself amazed with dozens of shopping amenities, dinning areas and tons of food selections located at the food court. There is also a theater that plays 5 different movies from 10am to 10pm round the clock, not only that it has cinema entertainment but it also has a what we call “Meeting Place” where there are some bands who play soft and smooth songs for a complete hang out experience. Inside Clark, Philippines is where Diosdado Macapagal International Airport is, known by many as DMIA. Makes it very convenient for people who are on the go. Another tourist attraction site near the office is the Fields Avenue where there are a lot of bars, clubs and even 5 star hotels.
Check this out
With our experienced IT staff, rest assure that you will be getting the technical support 24/7. Making sure that all your needs are being taken of, worry free. Equipments that are state of the art and are proven and tested. Computers running in a quad core CPU (central processing unit). Two large AC to keep computers from heating up, back up generator for power outage purposes with 125 kw generator with noise filter canopy installed, clean and neat CR(washroom) that is just 8 to 10 steps away. We even have a Biometric to keep track of attendance, flat screen monitors, brand new keyboard with headsets.
Things to look forward to:
- Newly added 150 worksstations
- Newly added CCTV camera for security
- More area for IT Infrastructure
- Updated specs of IT equipment
- Huge conference room
- More updated software, networking and anti virus
- Wide 19″ flat monitors
- Open-source dialer for calls and monitoring
- Biometric time tracker
- Dedicated high speed internet connections E1s and 3 other business lines
- Backup servers for files security and much more
Computer and Server specs:
- Database Servers
- Juniper Enterprise Router
- Webservers with backups
- Giga bit switches
- High Giga bit memory
All this and more services await you for only $150 per month per seat! We are dedicated to providing the best call center seat leasing services that Clark, Philippines has to offer. Angeles City Pampanga is the place to be!
Seats For Lease: An Aid to Your Technological Limitations
More than the increasing number of investors, it is the stable economic growth of the Philippines which helped ease the cash flow for many business owners. It’s no wonder why, as years pass by, investors can’t help but expand here in the country. With most of its central business districts (CBDs) emerging on top, as the quality of living, and the benefits of this financial district also arises, the Philippine economy has undoubtedly improved and it keeps on improving still.
As technologies and innovations arise, running a business nowadays also tends to rely mostly on technology. From phones, emails, security and most importantly computers and internet, all of them refers to only one source and that is technology. If you are the type who isn’t really used to these kinds of technologies yet have a great potential in running your own business and making it successful, you of course, would need professional help.
HAVING TOO MUCH TROUBLE WITH STARTING UP YOUR BUSINESS? WHY NOT CONSIDER SEAT LEASING?
One of the most available helps you can immediately get is leasing seatsin an established call center facility. With seat leasing, you can have all you need starting from the terminals or seats, computers, HR services, IT infrastructure and more, by just renting few seats. Furthermore, you can start earning as soon as you have settled an agreement with the building owner. They can even assist you in hiring your own people, if you prefer outsourcing staff too. Here are other advantages of seat leasing:
A. Fully-Functioning Workplace
More often than not, rented office building or spaces already have fully-functioning facilities that include offices, managerial services (HR Department and the like), conference rooms, complete IT facility, pantry, comfort rooms, terminals or seats, computers, and even the internet. These services are usually all included in a per-seat rental.
B. Cost Efficiency
With the freedom to choose the number of seats to be rented, you surely have a lot to save as compared with buying a whole office building and then using only about five percent of the property. You will also save costs in manpower because you can start your business in small scale, valuing the quality of work while maximizing the benefits your people get. Furthermore, you already have the IT infrastructure and internet connection needed which lessens the hassle of all the paper works for you.
C. Highly-Economical Rental Rates
The good thing about leasing seats is that you can expect building owners to give you economical rates that will match your budget. The overhead costs are divided among all lessees in the company, thus making the total expenditure less for you, especially if the owner has a lot of tenants. Even the costs of electricity and utilities within the building are all shared which makes it easier for you to pay a monthly fee averaging from $100-$250, depending on the location of the building – whether it’s within CBDs or not.
SEAT LEASING IS NOW BOOMING IN MAKATI!
Since there is an abundance of pricey office buildings in one of the country’s central business districts – Makati – leasing seats would be the wiser thing to do nowadays. You can still indulge in the benefits of the city as a financial district, while minimizing general costs in your business. Few more advantages of renting a workplace here in Makati, as compared to buying a building, are listed here:
Being a central business district, you can expect Makati to have an access to almost every facility or amenities that an average person may need. Other than the international companies, you can also see restaurants, banks, hotels, leisure facilities, embassies, and the facility which is most abundant, BPO companies.
Most of the time, offices are surrounded by these types of facilities or are adjacent to them. This is a great advantage for people who want to lease seats within the area. Furthermore, you can also start looking for a potential building for your business in the future, once you have everything up and running with your leased seats.
Certain areas in Makati City such as leased offices are part of the special economic zones. This means that for as long as the firm or company meets the standards and/or requirements and are located in SEZs, the government will provide them incentives. Managing your business would be less costly and highly manageable. This is especially beneficial for investors who are first-timers in the city.
Unlike other parts of Metro Manila, Makati has a wide variety of different transportation vehicles. There are shuttles, cabs, buses, railways, tricycles and more that are circling around the city. It wouldn’t be a hassle transferring from one location to another for as long as you’re within this CBD. It is also beneficial for foreign investors since most government offices or their satellite offices, which are concerned in business development, are also located here.
Seat Leasing Can Save you Big Bucks
Setting up a company like call centers and BPOs really needs a lot of resources especially a huge amount of money to start the operation of a business. Here is the good news, seat leasing is a perfect option to choose from, for office space set-ups among local and foreign BPOs and call center companies creating business operations in the Philippines. Choosing this kind of option is a great solution for investors, because it is very cost-efficient that does not require investing in expensive start-up and can save as much as 40% operational costs. Availing the seat lease will enable the companies to use the necessary facilities needed for the operation of the business. These include the work station, internet connection, IT, conference rooms, pantry and more. However, the services that a seat leasing companies offer depends on which type of seat leasing you prefer to avail. Seat leasing has two types of option called “warm seat” and “cold seat.”
Warm Seat versus Cold Seat
Availing the “warm seat” can give a company a hassle free to recruit and train new employees. The leaser will provide facilities and Human Resource responsibilities such as recruitment, training and payroll. Meanwhile, a “cold seat” is providing only the infrastructure,office space and equipment needed of the business.
Facts About Seat Lease in the Philippines
There are many investors already preferred to seat leased. It help their business to operate smoothly without thinking of any problem related to overhead and other operational costs. Here are some important facts about “seat leasing” that only few people know its significance.
- Philippines is the right place to outsource or setting up businesses such as call centers, BPOs and SEOs. Filipinos are very competent, talented, hardworking and are fluent in English language. In fact, Philippines is now rank as the number one call center capital of the world beating India as the competitor country. This made a swift increase in the demands of seat leasing services in the country particularly in the businesses districts such as Manila, Angeles City and Cebu.
- The cost that a lessee needs to pay to the seat leasing company will depend on the contract agreed upon between them. Meanwhile, seat leasing in the Philippines ranges from USD 100-300 per month and does not need a long term contractual deals. Which is very cost effective than setting up an entire business that will cost an entrepreneur a very huge amount of money. This is most applicable to “Small and Medium Enterprises.”
- Seat leasing; also help the investor to lessen a lot of paper works on legal processes that is important in registering and setting up a business in the Philippines. Therefore it saves time in different kinds of procedure to run a new business.
- It is very cost effective than setting up an entire business that will cost an entrepreneur a very huge amount of money. Seat leasing reduces expenses on buying different kinds of equipment needed for the operation of the business while taking complete control over the operation.
- Six out of ten newly call centers in the Philippines chose to seat leased in an existing call centers. The benefit in choosing this kind of option is that the company can start right away especially if the entrepreneur has no enough experience in the world of outsourcing world.
- It is also beneficial for a company to seat lease because the owner does not have to think too much about technical problems. IT services is provided by the leaser of the seat lease businesses.
Seat Lease Services
There are numerous seat leasing companies available in the Philippines. Their different kinds of services will vary from the contract that has agreed upon. However, here are the basic services that a seat lease can offer to entrepreneurs planning to venture to call center industries.
- Centralized air-conditioning workstation
- Biometrics scan attendance
- Highly Secured Area (surveillance camera installed)
- Training rooms and conference rooms
- High speed internet connection
- Technical Support
- Operational workstation
- Pantry and restrooms
- Software used necessary for call centers, SEO and BPO
- Inclusive Utilities such as electricity, power and more
- Staff Monitoring
- Predictive dialer
- VOIP communication
The most important thing is to look for a better company that offers seat leasing services. The location is also essential for your business to be successful in the future. Find a place that is peaceful, low traffic jam, great environment, low pollution, has highly efficient employees and more that you can only see here in the Philippines. Surely, in a matter of time you’ll notice that your business is successfully growing and known in the outsourcing industry of the world.